building safer journeys: end-to-end trust & safety for OTAs
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Trust & safety solutions for online travel agencies (OTAs)and airlines.
Infosys BPM delivers managed trust and safety solutions for online travel agencies and airlines, protecting digital travel platforms across the customer journey from fraud, fake listings, account takeover, and compliance risk.
The global travel industry is very digital, with online travel agencies (OTAs) at the forefront of how travelers research, plan, and book their journeys. Platforms like Booking.com, Agoda, Expedia, and Hotels.com are no longer just transaction engines; they are trusted ecosystems that curate accommodations and experiences by aggregating service providers across the globe. But with scale comes risk. As OTAs handle millions of listings and user interactions daily, maintaining trust and platform integrity has become both a competitive necessity and an operational imperative.
In 2024, global online fraud resulted in $44 billion in losses (according to a study by Juniper Research), with OTAs among the most targeted due to high transaction volumes and valuable user data. Counterfeit products now make up 20% of online sales (Potter Clarkson), including fake property listings, unauthorized resellers, and phony travel insurance. Simultaneously, platforms are facing a rise in seller and user abuse, from fraudulent hosts and manipulated availability to account takeovers and payment scams. Even fake reviews have surged year-over-year, distorting rankings and eroding traveler trust.
Key stats & value delivered
4000+ Strong workforce
34 Delivery centers
30+ Languages
25+ Clients across the globe
8x ROI delivered
30% Fewer manual reviews
50% Fewer false positives
33% Rise in customer retention
Our comprehensive trust & safety solution suite
Pre-booking
- Fake listings and
scam prevention - Review authenticity
- Content moderation
for listings - Identity verification
Booking
- Payment fraud detection
- Account takeovers
- Promotion/coupon abuse/loyalty points fraud
- Host and property verification
On-trip
- Guest and host safety monitoring
- Property/host risk scoring
- Risk control
- Complaints and escalation management
Post-trip
- Dispute
resolution - Review moderation
- Fake identity/
impesonation - Incident reporting
Platform and operational integrity
- User verification
& KYC - Geospatial risk analysis
- Merchant and
user verification - Ad integrity
Regulatory compliance
- Policy design and development
- Quality assurance
- Compliance
reporting - Trust scoring
- Guest & host safety protocols: Emergency support channels for travelers and hosts, incident reporting systems for harassment, property damage, or unsafe conditions
- Dispute resolution & customer support: Refund and compensation policies, 24/7 multilingual support for urgent trust and safety issues
- Product authenticity and counterfeit detection: Monitor online storefronts for counterfeit travel products, such as fake branded merchandise or unauthorized lounge access packages
- Risk, compliance, data security, and tech transformation: Equip airline systems with end-to-end security architecture and regulatory compliance frameworks to guard against data breaches and ensure customer trust
Make every travel experience safe and secure with Infosys BPM's deep expertise
Why choose Infosys BPM for trust & safety solutions for online travel agencies?
Infosys BPM offers a holistic and integrated approach, merging cutting-edge technology, global operations, and strategic program management.
Benefits
Preserve platform integrity
Detect and remove fake listings, reviews, and fraudulent actors before they impact users.
Detect and remove fake listings, reviews, and fraudulent actors before they impact users.
Protect users and revenue
Minimize fraud losses, improve user safety, and enhance compliance to reduce legal risk.
Minimize fraud losses, improve user safety, and enhance compliance to reduce legal risk.
Enhance customer trust
A safer, cleaner platform builds long-term brand loyalty and drives repeat bookings.
A safer, cleaner platform builds long-term brand loyalty and drives repeat bookings.
Scale responsibly
Grow your offerings without compromising on trust, security, or compliance.
Grow your offerings without compromising on trust, security, or compliance.
Our extensive partner ecosystem
For the travel industry, the stakes are too high to ignore. A proactive trust & safety program not only protects revenue and reputation but also builds long-term customer confidence. Infosys BPM is your go-to strategic partner to navigate this complex digital landscape with confidence and resilience. Please find below our key partners.
Resource center
Case Study
Challenges and solutions - online travel agencies (OTAs)and airlines
Assess coverage across the full journey (pre-booking, booking, on-trip, post-trip), fraud and content-moderation depth, KYC and identity verification, regulatory-compliance support, and AI capability. The strongest partners pair automated detection with trained investigation teams and industry membership such as TSPA, not tooling alone.
They combine identity verification, payment and account-takeover monitoring, fake-listing and content moderation, and continuous risk analysis, so threats are caught before they reach travellers. Layered detection plus compliance frameworks reduce breach exposure and the reputational and revenue damage that follows.
AI models flag anomalies in bookings, payments, listings, and reviews in real time, while AI agents and analytics support investigation at scale. Infosys BPM applies the Topaz AI framework within managed trust and safety operations, so protection improves without the platform building and running the models itself.
Airlines face payment fraud and account takeover, loyalty and refund abuse, fake or unauthorised ticket resale, and identity-verification gaps at booking and check-in. Managing these needs fraud detection, KYC, and dispute handling tuned to airline booking flows, alongside regulatory compliance across the markets served.
They embed policy design, quality assurance, compliance reporting, and trust scoring into daily operations, with documented, auditable workflows. As platform regulation tightens across markets, consistent processes make adherence and evidence for regulators a by-product of operations rather than a separate effort.
Outsource when fraud losses, content-moderation volume, or compliance demands outgrow the in-house team, when expanding into new markets adds risk and language needs, or when moving to AI-led protection requires skills you lack internally. A managed partner brings tools, multilingual teams, and process without a full build.
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